Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

U.S. Moving Protection announces a significant step toward improving consumer protection resources within the household ...

Just about everyone has a story about a customer service experience. Some were so spectacularly good or bad that they take on a life of their own as they are repeated by many people with no connection ...

How AI is reshaping customer experience by enhancing effort, resolution, retention and more — leading to a new era of engagement and efficiency. A group of customer experience (CX) and artificial ...